Özet:

Purpose- The purpose of this study is to evaluate the service quality of students studying at a vocational high school within a state university and to measure the effect of their perceptions about service quality on student satisfaction. In addition, it is aimed to determine whether there is a difference in students' perceptions of service quality and satisfaction depending on their demographic characteristics (gender, age, department where they study). Methodology- The data of the study were obtained from the students of Turkoğlu Vocational School of Kahramanmaraş Sütçü Imam University using a survey method. Students' perception of service quality is handled in a multidimensional structure including tangibles, reliability, responsiveness, assurance and empathy. The SPSS program was used for data analysis. Frequency analysis, Independent t-Test, ANOVA, correlation and regression analysis were used. Findings- As a result of testing the hypotheses developed in line with the purpose of the study, it was found that the quality of service was effective on satisfaction of the students. When examined separately in terms of service quality dimensions, empathy dimension is more effective on students' satisfaction than other dimensions; it was found that the responsiveness dimension was also less effective. In addition, it was found that female and male students' perceptions of service quality and satisfaction differ from each other. Also it was concluded that students' perceptions of service quality and satisfaction differ from each other according to their departments. Based on the analysis showed that there were significant relationships between the variables.

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